What is your returns policy? How many shoes can I order? What payment methods can I use? What should I do if my credit/debit card is refused when placing an order? What is my three-digit security code? Will I receive a confirmation after placing an order? What are your delivery charges? Do I get charged delivery for each item I've ordered? What happens if I'm out when you deliver? Can I have my shoes delivered to an address other than my home address? Do you deliver to BFPO addresses? I need my new shoes tomorrow for a special occasion – can you fast track my order? Do you deliver on Saturdays? Can I amend my order? Can I cancel my order My goods have arrived faulty, how do I get a refund? When do I get my refund? I have forgotten my password - how do I log in? How do I change my personal details? How do I change my email address? When I registered I think I entered my email address incorrectly – how do I log back into my account to check my delivery progress? Can I use vouchers online? Do you sell anything besides shoes online? Do I have to order online?
What is your returns policy?
If you are not happy with your item(s), you can return them for a full refund within 28 days of receipt. Items must be unworn and in their original condition (i.e. show no signs of wear, unworn outside of the house), and you must have your receipt and/or delivery documents as proof of purchase.
You can return your unworn items to our office. Don't forget to obtain a certificate of posting. See our Returns page for more information.
How many shoes can I order?
There is no maximum order although your order may arrive in separate deliveries. If you have any problems/issues when placing an order please contact our Customer Care team on 01604 696080.
What payment methods can I use?
You can use the following major credit and debit cards: Visa, Mastercard, Switch, Maestro, Solo, Electron, and Delta.
What should I do if my credit/debit card is refused when placing an order?
If your credit or debit card has been refused, you can re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.
What is my three-digit security code?
Your three-digit security code can be found on the reverse of your credit/debit card, generally on the signature strip. Also known as a Card Security Code (CSC), or Card Verification Value (CVV), you are asked to disclose it when making online or telephone purchases to prove card verification and help prevent credit/debit card fraud.
Will I receive a confirmation after placing an order?
When details like your name, delivery address and method of payment are confirmed, we will send you an email to tell you that everything has gone through. We'll also email you when your order has been despatched.
What are your delivery charges?
Delivery is charged at £5.99 per order to one mainland UK address, which is added to your order when you 'checkout'.
To addresses within mainland UK and Northern Ireland we will aim to deliver within 5 working days, to addresses in outlying areas, we will deliver within 10 working days. Deliveries are normally made Monday-Friday from 7am-7pm (excluding Bank Holidays).
The delivery charge is confirmed when you place your order.
For delivery costs to non-mainland UK and overseas, please see our Delivery page
Do I get charged delivery for each item I've ordered?
No, the delivery you pay is per order, not per item – so the charge is the same for one pair of shoes as it is for six (when all six are ordered at the same time).
What happens if I'm out when you deliver?
If you're not at home, your parcel can be left in a secure place. The courier will post a card through your door telling you where your parcel has been left. If we can't find a secure place, we'll post a card giving you details of how to arrange a new delivery date or collect your parcel from the depot. If you tell us the details when you order, we can also leave the parcel in a specific place or with a neighbour.
Can I have my shoes delivered to an address other than my home address?
Yes, orders can be placed and delivered to an address other than your home address.
Do you deliver to BFPO addresses?
No, unfortunately we can't do this.
I need my new shoes tomorrow for a special occasion – can you fast track my order?
In certain circumstances it is possible to fast track an order for next day delivery although you will be required to call a member of our team on 01604 696080 to see if it is possible.
Do you deliver on Saturdays?
We can delivery on Saturdays, although you will be required to call our sales office with your order and a member of the team will be available to give you a price, which may vary depending on your location.
Can I amend my order?
You can amend your order any time before you check-out, but once your order has been placed, it cannot be changed.
Can I cancel my order?
You can't cancel your order after you have confirmed it at the check-out stage. However, once your order has been delivered, you have 28 days to return your item(s) and claim a full refund (excluding postage).
My goods have arrived faulty, how do I get a refund?
You can return the items to our office and you will receive a full refund, including delivery charge, on any faulty items.
When do I get my refund?
If you return them by post, we will process your refund once we have received your items. Please allow at least 14 days for the payment to be credited back to your account. This may take a little longer depending on how long it takes your bank/building society to process the payment.
I have forgotten my password - how do I log in?
If you have forgotten your password, go to account and click on the 'Forgotten your password?' link. You will be asked to enter the email address you opened the account with. Then you will be contacted and a new password can be set. If you are still experiencing problems, please contact us.
How do I change my personal details?
To change any of your personal details – name, contact details, password, security cues – log in to your account and select the link 'change my details and password'. You will then be able to enter your new details here.
How do I change my email address?
Go to account and log in as normal. Your Account Summary will appear. Click on 'Change my details and password'. You will then be able to enter your new email address here.
When I registered I think I entered my email address incorrectly
We send out a confirmation email to anybody registering for the first time. If you did not receive this there is a chance you entered your email address incorrectly. Contact us to find your account details and to correct your email address.
Can I use vouchers online?
Unfortunately gift vouchers cannot be used online, but they soon will be (watch this space)!
Do you sell anything besides shoes online?
Yes, if you visit our accessories page you will find a variety of products including shoe laces, polish, boot spray and boot bags.
Do I have to order online?
Not at all – you can give us a call and place an order or choose to visit us at one of our shows we attend throughout the year.